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Customer Support Representative (Bilingual Mandarin/English) - Uber

Community Operations
in Hong Kong, Hong Kong

About the Role

The Incident Response Team (IRT) handles safety concerns that come up on the Uber platform. The IRT L3/L4 team works and manages all complex and critical incidents of this nature.

With 2018, being termed as the year of safety, the team is now looking for folks who can contribute to this by helping our clients involved in a safety incident.

Aside from safety incidents, you will be in charge of handling and solving rider and driver escalations.

What You'll Do

  • * Provide world class customer support through emails and phone calls for companies and their employees
    • Work on critical safety incidents reported by riders and driver partners.
    • Document all incidents on JIRA (The safety incident reporting feature)
    • Collaborate with stakeholders and work towards any solution ideal for the incident.
    • Look into data on a WoW basis to check for trends and help in improving the support we provide for our riders and driver partners.
    • Handle Social Media Escalations when someone reports on Facebook/Twitter regarding an incident where there safety was compromised.
    • Handle high value clients who were on the receiving end of a driver partners wrong behaviour.
    • Help in improving processes so we always optimize for better customer experience.This involves communicating with high value clients and and eye to retention in times of problems for the clients and companies
    • Contribute to building the team and the organization for long term success

What You'll Need

  • At least 1-2 years experience in the customer service industry

  • Preferably have handled a voice account

About the Team

We're changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we're a part of the logistical fabric of more than 600 cities around the world. Whether it's a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

And that's just what we're doing today. We're thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we're in for the long haul. We're reimagining how people and things move from one place to the next.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.